Complaints & Feedback Hilda Care
We Want to Hear From You
Your voice matters. Feedback, positive, constructive, or critical, helps us improve what we do.
If something is not working, please tell us. You will not be disadvantaged in any way for raising a concern, and you will never face retaliation or service disruption for speaking up in good faith.
How to Raise a Concern
Step 1: Talk to your support worker or coordinator
If you feel comfortable, start there. Many concerns can be resolved quickly with a direct conversation.
Step 2: Contact our intake team
If you would prefer to speak with someone else, or the issue was not resolved at Step 1:
- Phone: 1300 440 777
- Email: info@hildacare.com.au
- Online: use the form below
Step 3: Escalate to leadership
If your concern has not been resolved to your satisfaction, ask to speak directly with our Director.
You have the right to involve an advocate, support person, or interpreter at any stage of this process.
Our Commitment to You
When you raise a concern, we will:
- Acknowledge your complaint within 2 business days
- Investigate fairly
- Respond with our findings and any actions taken within 21 days
- Respect your right to have a support person, advocate, or interpreter involved at any point
You will not face retaliation, service disruption, or any negative consequence for raising a concern in good faith.
Your Safety Is Our Priority
Hilda Care has a zero-tolerance approach to abuse, neglect, exploitation, and violence in every setting, at all times.
Serious incidents are reported to the NDIS Quality and Safeguards Commission as required. Every Hilda Care worker holds a current NDIS Worker Screening Check and has completed the NDIS Worker Orientation Module: Quality, Safety and You.
Raising a Complaint with the NDIS Commission
You can contact the NDIS Quality and Safeguards Commission at any time. You do not need to raise the matter with us first.
The Commission can investigate serious matters, including alleged abuse, neglect, exploitation, and breaches of the NDIS Code of Conduct.
NDIS Quality and Safeguards Commission
Phone: 1800 035 544 (free call from landlines)
Website: ndiscommission.gov.au/contact-us
Post: PO Box 210, Penrith NSW 2751
Other External Pathways
Victorian Disability Worker Commission
For concerns about the conduct of a specific disability worker
Phone: 1800 497 132
Office of the Public Advocate (Victoria)
Information, advice, and advocacy for people with disability
Phone: 1300 309 337
Health Complaints Commissioner (Victoria)
For complaints about health service providers in Victoria
Phone: 1300 582 113
Office of the Australian Information Commissioner (OAIC)
For concerns about privacy and personal information handling
Phone: 1300 363 992 Â oaic.gov.au
